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Training
Our goal, regardless of
the outcome of the call, is to make sure each and every contact
is made with knowledge, respect and an understanding that your
company's reputation is on the line with every call.
To achieve that goal, our
Agents are pre-screened and then immersed in a multi-faceted
training process that includes an in-depth review of your
product or service and the specific standards and procedures of
your program as well as a graduate course in the components of a
successful call.
We start in the classroom
explaining your business, the industry, what set’s you apart
from the competition, your product and service offerings. Once
we have a solid understanding of that we can move into the
specific tools of the trade.
Our training process includes
specific development in the areas of: telephone presentation
skills, role playing and systems/procedures training,
rapport/closing skills, transition/rebuttal skills and
motivation skills as well as a formal program of ongoing skill
development.
We finish with the system
training – navigation through the scripting, one-on-one role
playing with they system navigation and it is completed with a
series of certification calls to validate more then the script
knowledge.
The result of our extensive
and continual training process is a staff of solid, professional
Agent's who know what it takes to make your program succeed.
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